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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>We use RT for supporting customers and often times there are multiple phone calls on a single RT case. So simply forcing time Worked on Resolution is not what I am looking for. <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><br>I am trying to track how long each person is taking supporting different things. I have tried to mandate people to update the Worked field on every update, but I think I need a to whip them harder or code a better solution </span><span style='font-size:11.0pt;font-family:Wingdings;color:#1F497D'>J</span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:gray'>Christian Pena</span></b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><br></span><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:gray'>Network Engineer Supervisor</span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><br></span><b><span style='font-size:9.0pt;font-family:"Verdana","sans-serif";color:#DF6020'>EarthLink Business</span></b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'> <br> <br></span><b><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:gray'>E: </span></b><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:gray'>christian.pena@corp.earthlink.com</span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><br></span><b><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:gray'>O:</span></b><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:gray'> 786-363-0460 | <b>F:</b> 786-363-0206</span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><br></span><i><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:gray'>STS Telecom is now EarthLink Business</span></i><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] <b>On Behalf Of </b>Kenneth Crocker<br><b>Sent:</b> Tuesday, March 15, 2011 12:04 PM<br><b>To:</b> rt-users@lists.bestpractical.com<br><b>Subject:</b> Re: [rt-users] Mandatory Time Worked Field on Ticket Updates<o:p></o:p></span></p></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal style='margin-bottom:12.0pt'>Christian,<br><br>I couldn't find an easy way to do this without a lot of mods to the RT code (which I'm REAL BAD at as a beginner in perl), so I wrote a scrip "work-around". If someone tries to resolve a ticket without any TimeWorked, I re-set the status to "Stalled" and send them an email telling them what I did and why. I also set a CF to a value I use for the email notification. Let me know if that's the way you want to go.<br><br>Kenn<br>LBNL<o:p></o:p></p><div><p class=MsoNormal>On Tue, Mar 15, 2011 at 5:46 AM, Pena, Christian <<a href="mailto:Christian.Pena@corp.earthlink.com">Christian.Pena@corp.earthlink.com</a>> wrote:<o:p></o:p></p><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>This is something that has probably been asked on the lists many time so bear with me. <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>I want to make the “Worked” field mandatory on every ticket update. I read references on the need to do Call Backs but not sure what Syntax to use to achieve this. Can anyone point me in the right direction? <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Thanks!<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span style='font-size:10.0pt;color:gray'>Christian Pena</span></b><br><span style='font-size:10.0pt;color:gray'>Network Engineer Supervisor</span><br><b><span style='font-size:9.0pt;color:#DF6020'>EarthLink Business</span></b> <br> <br><b><span style='font-size:10.0pt;color:gray'>E: </span></b><span style='font-size:10.0pt;color:gray'><a href="mailto:christian.pena@corp.earthlink.com" target="_blank">christian.pena@corp.earthlink.com</a></span><br><b><span style='font-size:10.0pt;color:gray'>O:</span></b><span style='font-size:10.0pt;color:gray'> <a href="tel:786-363-0460" target="_blank">786-363-0460</a> | <b>F:</b> <a href="tel:786-363-0206" target="_blank">786-363-0206</a></span><br><i><span style='font-size:10.0pt;color:gray'>STS Telecom is now EarthLink Business</span></i><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div></div></div><p class=MsoNormal><o:p> </o:p></p></div></body></html>